My customer changed their satisfaction rating, but the old rating is still showing in the Satisfaction dashboard?
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Question

My customer updated their satisfaction rating from Bad to Good, however I still see the Bad rating displayed under Reporting ( ) > Satisfaction tab. Why does it still show the Bad rating?

Answer

As satisfaction ratings can change, the list of ratings will actually display both ratings (good and bad).

In terms of how this impacts the computed satisfaction score, we'll only take the latest rating into account.

You can see in the below screenshot, that two Bad ratings and one Good rating were given for the same ticket. The most recent rating (which was Good) has been used to calculate the Customer Satisfaction score.